Operations Lead - PageGroup SSC

Barcelona Permanente

Actualizado el 29/06/2022

  • New challenge in a International company
  • Great opportunity

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Are you looking for a place to work that will inspire and challenge you? A place to unleash your potential? Then the Page Group Barcelona Shared Service Centre (SSC), with its flexible, open culture ans meritocratic structure is the place for you.



Key Responsibilities:

  • Take ownership of the definition, implementation and maintenance of Digital systems - feeding into end-to-end processes beyond the team - including, but not limited to:
    • Release Management
    • Application Support
    • Environment Management
    • Change Management
  • Regularly provide trend analysis of tickets to Hub leadership, to enable the management team to stay up to date with issues & problems and to take action where necessary
  • Engage/drive Hub delivery activities that are BAU in nature to keep systems aligned, up to date and regularly maintained
  • Monitor ticket queues (both internal and MSP) on a daily basis ensuring that tickets are validated for content and correct prioritisation, based on standardised work processes
  • Work in line with agreed SLAs/OLAs. Initiate escalation process when tickets have breached or are about to breach
  • Drive and participate in Technical Calls. Liaising with PageGroup technical teams and vendors to drive and facilitate technical changes.
  • Advising the Digital Hub head on technical issues and risks and on vendor issues, production support and security.
  • Establish Support Model for all streams Digital Hub is responsible for.
  • Technical contact point for team and vendors.
  • Supporst Solution Architect in defining non-functional requirements.
  • Ensure that Technical best practices for public commercial websites around SEO, Security, Compliance, Performances, Browser Compatibility, Mobile devices, PII data, etc are adopted.
  • Review vendor estimates and feasibility of provided delivery plans, challenging them based on own experience of other similar activities
  • Participate in regular Operational Service Reviews
  • Establish Manage and improve the technical processes to enable both internal developers and vendor developers to collaborate on the same project
  • Support the Head of Digital Delivery as necessary in implementing roadmaps
  • Release Management process and approval
  • Reviewing and actionining Root Cause Analysis for Incidents.
  • Use version control/team collaboration software to ensure robust delivery mechanism from project/BAU delivery through to deployment to live environment via Service Delivery team
  • Continuous review security risks with vendor and Page security.

Other responsibilities will include:

  • Problem Management contributor
  • Creating and providing KPIs
  • Ensuring compliance of previously agreed audit controls and measures (internal and external)

Core Competencies:

  • Ability to define and manage repeatable standard processes along with an ability to find, own and resolve ad-hoc issues
  • Able to prioritise a high and varied workload, finding an appropriate balance between BAU delivery and support activities while showing a sense of urgency
  • Ability to manage key vendor relationship on a daily basis, challenging where necessary
  • Must have the ability to adapt and learn, by additionally demonstrating an analytical and problem solving ability
  • Able to foster a strong internal team mentality, while also forging strong relationships with peers and colleagues outside of the team, utilising the strengths of vendor and Page team.
  • Ability to forge strong relationships with external and internal stakeholders, influencing and persuading where appropriate and resolving any conflicts which arise
  • Work under pressure and effectively communicate with all levels including internal customers and vendors etc. as and when required
  • Ability to explain technical processes and articulate knowledge to a wide audience
  • Act as escalation point for all business impacting issues (Major Incident Management). Develop and mature phone/ticket escalation processes to ensure a free flowing escalation process and passage of information
  • Be able to advise management on situations that may require additional client support or escalation, in particular on issues that could significantly impact the organization.

Perfil Buscado (H/M/D)


  • Bachelor degree in Information Technology or alternatively significant (5yrs plus) commercial experience in similar positions.
  • Significant expereience managing vendors on IT or Digital projects.
  • Experience with service management tools.
  • ITIL foundation certified as a minimum.


Experience in managing deliveries owned by external vendors.

  • Experienced in a service delivery or leading an operational support team.
  • Working knowledge of Website hosting, caching, optimizing and of the Amazon Web Services Platform
  • Understanding of cloud technologies - IaaS vs. PaaS vs. SaaS - Azure, AWS, Google Cloud
  • Ability to manage site roll-outs and upgrades (including load testing, data migration, user communications etc.)
  • Team Leadership experience
  • Experience working with offshore teams on large scale, global projects.
  • Excellent verbal and written communication skills.
  • Analytical mind, critical thinking, methodical approach, good time management.

Nice to Haves:

  • Experience with Online Analytics data collection and interpretation (in particular with the Google Analytics family of tools)

Qué ofrecemos

  • Interesting salaray package.
  • Join multinational company.
  • Social benefits.
  • Career progression.
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Jordi Aluma
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Sub Sector
Technology & Telecoms
Tipo de Contracto
Nombre del consultor
Jordi Aluma
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En Michael Page creemos en la diversidad e inclusión. Defendemos la igualdad de oportunidades sin discriminar por género, raza, edad, religión ni orientación sexual o por cualquier otro aspecto que pudiera ser considerado excluyente.